Federal Reserve Bank of Dallas
Alex Grosjean & Brianna Bauer
Federal Reserve Bank of Dallas
Call Center Scheduling
About the Problem
•
Every month, the U.S. Treasury sends out checks via snail
mail for social security payments
•
•
It costs about $1 to write and send each check
Trying to implement Direct Deposit to eliminate high
costs
•
Cost is about 9 cents per Direct Deposit (91 cents savings)
•
www.godirect.org
•
ROI of 10 Years
Federal Reserve Bank of Dallas
Call Center Scheduling
How to Convert to Direct Deposit
•
•
Online
•
About 25% convert online
•
Problem: dealing with seniors, who are wary of entering private
information onto a website
Call Center
•
More comforting for seniors changing where their SSN gets
deposited
•
Problem: must staff employees
to answer phone calls
Federal Reserve Bank of Dallas
Call Center Scheduling
More Information on the Call Center
•
Must convert 5.3 million clients in 2 years to Direct Deposit
•
•
Most of the business is in the first week of the month
•
•
March 1st 2013 is the deadline
SSN checks are sent out first week of the month
The Call Center contains 325 seats
•
Permanent and Temporary employees
•
2 days to train new employees
Federal Reserve Bank of Dallas
Call Center Scheduling
More Information on the Call Center
•
Currently have 17 Permanent Employees
•
•
Plan to bring in an additional 20 permanents over the next month
Temporary Employees are outsourced
•
In the past, temporary employees had the same schedules as
permanent employees.
•
They plan to start doing 5 hour shifts, from 11:00 am to 4:00 pm.
Federal Reserve Bank of Dallas
Call Center Scheduling
Current Staffing Models Used
•
•
•
Use historical data and “gut feelings” to predict:
•
Call Curves on a Given Day
•
Forecasting of calls per day in future months
•
Everything done in excel
Also used SSA to manipulate historical data
Take this data, and hire temporary employees
•
No optimization method used
Federal Reserve Bank of Dallas
Call Center Scheduling
Calls Per Day for March
12000
•Monthly
Call curve is downward
10000
sloping
•
•Daily
8000
Peaks on Wednesdays and Thursday when
pamphlets are sent
Calls peak between 10:00 AM
and 4:00 PM
6000
4000
2000
0
March Calls Per 30 Minute Interval
700
600
500
400
300
200
100
0
Wednesday 30th
Thursday 3rd
Federal Reserve Bank of Dallas
Call Center Scheduling
7:00
8:00
9:00
For Full Time Employees:
•1st Shift: Start at 7:00 AM, end at
3:45 PM.
•8 Hour Work Shift and 45
Minute Lunch Break
•2nd Shift: Start at 8:00 AM, end at
4:45 PM
For Part Time Employees:
•Start at 11:00 AM, end at 4:00 PM
•5 Hour Shift, no Lunch Break
Full Time
Employees
(Perm + Temp)
10:15
11:00
Part Time Temp
Employees
3:45
4:45
4:00
5:45
7:00
Federal Reserve Bank of Dallas
Call Center Scheduling
Time
Totals
Avg
Speed
Ans
Avg
Aban
Time
ACD
Calls
Avg
Avg ACD ACW
Time
Time
Aban
Calls
Max
Delay
Flow
In
Flow
Out
Extn Out
Calls
Avg Extn
Out Time
Dequeued
Calls
Avg Time
Dequeue
% ACD
Time
% Ans Avg Pos Calls Per
Calls
Staff
Pos
0
400
210
5719
289
5
1647
969
3
3
188
62
0
0
60
78
60
95
7:00
-
7:30AM
3
0
35
210
4
0
12
0
0
1
0
0
0
23
100
20
2
7:30
-
8:00AM
7
0
68
239
3
0
54
0
0
8
20
0
0
42
100
23
3
8:00
-
8:30AM
8
11
151
264
3
3
72
0
0
4
61
0
0
56
98
42
4
8:30
-
9:00AM
41
39
152
261
4
7
108
0
0
2
56
0
0
51
96
46
3
9:00
-
9:30AM
29
26
242
256
5
9
114
0
0
10
104
0
0
55
96
63
4
9:30
-
10:00AM
91
45
279
275
5
18
181
0
0
5
117
0
0
66
94
67
4
10:00
-
10:30AM
56
47
326
271
4
31
157
0
0
9
88
0
0
66
91
77
4
10:30
-
11:00AM
257
92
257
280
5
69
407
0
0
12
22
0
0
51
79
81
3
11:00
-
11:30AM
366
145
285
299
6
78
425
0
0
16
29
0
0
59
79
81
4
11:30
-
12:00PM
405
155
310
285
4
98
504
0
0
10
80
0
0
62
76
81
4
12:00
-
12:30PM
581
215
275
304
7
145
774
0
0
13
177
0
0
56
65
81
3
12:30
-
1:00PM
692
231
296
283
5
148
828
0
0
9
60
0
0
61
67
81
4
1:00
-
1:30PM
664
239
289
302
5
175
803
0
0
11
51
0
0
62
62
81
4
1:30
-
2:00PM
746
233
321
301
7
163
829
0
0
5
60
0
0
69
66
81
4
2:00
-
2:30PM
799
262
285
310
5
159
895
0
0
12
53
0
0
64
64
81
4
2:30
-
3:00PM
878
278
325
332
6
172
969
0
0
10
53
0
0
72
65
81
4
3:00
-
3:30PM
691
219
353
295
5
150
916
0
0
9
92
0
0
71
70
81
4
3:30
-
4:00PM
644
216
319
295
6
139
707
0
0
7
68
0
0
67
70
78
4
4:00
-
4:30PM
476
182
297
289
5
62
661
1
1
6
28
0
0
65
83
75
4
4:30
-
5:00PM
75
35
272
277
6
11
353
0
0
10
21
0
0
63
96
69
4
5:00
-
5:30PM
48
26
218
297
6
9
116
0
0
7
40
0
0
58
96
60
4
5:30
-
6:00PM
8
32
138
314
5
1
53
0
0
3
29
0
0
47
99
51
3
6:00
-
6:30PM
9
0
114
266
5
0
56
1
1
3
50
0
0
42
99
39
3
6:30
-
7:00PM
4
0
98
271
5
0
20
1
1
5
33
0
0
40
99
37
3
7:00
-
7:30PM
4
0
14
350
16
0
9
0
0
1
4
0
0
24
100
6
2
7:30
-
8:00PM
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Federal Reserve Bank of Dallas
Call Center Scheduling
Integer Programming Model
•
•
Our goal was to give them a model that was:
•
On Excel, since most of their current models are on Excel
•
Simple to use and easy to understand
•
One that they could actually use, that allows for dynamic data
•
Easy input and easy output
Find the optimum schedule for permanent and
temporary employees on a given day
Federal Reserve Bank of Dallas
Call Center Scheduling
The Data
•
Calls per Agent per 30 Minute Interval: 3.75
•
Call Curves
•
Found % of Calls Per 30 Minutes
•
•
Predicted Incoming Calls for Each 30 Minute Interval:
•
•
Calls Per 30 Minutes / Total Calls for the Day
% Calls Per 30 Min * Total Predicted Calls Per Day
Agents Needed
•
Calls Per 30 Minute Interval / Calls Per Agent
Federal Reserve Bank of Dallas
Call Center Scheduling – Model Inputs (Call Curves)
Predictions Data %
Based on Past Historical Data
7:00 AM - 7:30 AM
7:30 AM - 8:00 AM
8:00 AM - 8:30 AM
8:30 AM - 9:00 AM
9:00 AM - 9:30 AM
9:30 AM - 10:00 AM
10:00 AM - 10:30 AM
10:30 AM - 11:00 AM
11:00 AM - 11:30 AM
11:30 AM - 12:00 AM
12:00 PM - 12:30 PM
12:30 PM -1:00 PM
1:00 PM - 1:30 PM
1:30 PM - 2:00 PM
2:00 PM - 2:30 PM
2:30 PM - 3:00 PM
3:00 PM - 3:30 PM
3:30 PM - 4:00 PM
4:00 PM - 4:30 PM
4:30 PM - 5:00 PM
5:00 PM - 5:30 PM
5:30 PM - 6:00 PM
6:00 PM - 6:30 PM
6:30 PM - 7:00 PM
7:00 PM - 7:30 PM
Tuesday Wednesd Thursday
(1)
ay (1)
(1)
1.49% 0.61%
1.49%
0.70%
1.94% 0.94%
1.94%
0.78%
3.81% 1.19%
3.81%
1.80%
4.51% 2.14%
4.51%
2.84%
4.63% 2.97%
4.63%
3.93%
4.95% 3.34%
4.95%
4.55%
5.10% 3.56%
5.10%
5.24%
5.42% 4.24%
5.42%
5.09%
5.64% 4.75%
5.64%
5.25%
5.61% 5.30%
5.61%
5.08%
5.23% 4.97%
5.23%
5.13%
5.45% 5.89%
5.45%
5.37%
5.30% 6.01%
5.30%
4.76%
5.44% 6.57%
5.44%
5.43%
5.75% 6.44%
5.75%
5.21%
4.95% 6.68%
4.95%
5.71%
5.03% 6.88%
5.03%
5.61%
4.58% 5.76%
4.58%
5.25%
3.74% 5.44%
3.74%
5.01%
2.95% 4.40%
2.95%
4.69%
2.60% 3.79%
2.60%
3.85%
2.22% 2.95%
2.22%
3.48%
1.96% 2.51%
1.96%
2.73%
1.42% 2.22%
1.42%
2.12%
0.30% 0.43%
0.30%
0.36%
Friday
(1)
2.48%
3.06%
4.53%
4.52%
5.42%
5.56%
6.12%
5.19%
5.12%
5.22%
5.15%
5.37%
5.02%
5.70%
5.99%
4.81%
4.68%
4.39%
3.34%
2.58%
1.77%
1.80%
1.17%
0.82%
0.22%
Monday
(2)
1.79%
2.29%
3.66%
4.68%
5.47%
5.49%
6.42%
5.45%
5.75%
5.01%
6.02%
6.05%
5.25%
5.91%
5.44%
4.90%
4.02%
4.24%
3.29%
2.67%
1.99%
1.65%
1.26%
1.09%
0.21%
Tuesday Wednesd Thursday
(2)
ay (2)
(2)
1.78%
0.44%
2.27%
2.29%
1.30%
2.64%
3.58%
1.84%
4.41%
4.44%
3.15%
6.03%
5.76%
3.64%
6.80%
6.24%
4.15%
6.05%
6.79%
5.23%
6.07%
6.83%
5.69%
6.49%
6.00%
5.63%
5.49%
5.43%
5.92%
5.70%
4.88%
5.95%
5.57%
6.61%
6.84%
5.68%
5.27%
6.76%
5.12%
5.45%
6.96%
4.68%
5.34%
6.27%
4.66%
4.24%
6.28%
5.20%
4.09%
4.90%
4.28%
3.58%
5.25%
3.33%
2.86%
4.28%
2.64%
2.31%
2.64%
1.58%
2.09%
2.21%
1.68%
1.63%
2.15%
1.31%
1.25%
1.36%
1.12%
1.19%
0.97%
0.98%
0.09%
0.18%
0.21%
Friday Monday Tuesday Wednesd Thursday
(2)
(3)
(3)
ay (3)
(3)
1.69%
0.61%
1.19%
0.40%
1.71%
2.57%
1.45%
1.59%
0.92%
3.23%
3.35%
3.03%
3.49%
1.30%
5.36%
4.38%
2.73%
4.11%
2.50%
6.30%
5.66%
4.34%
4.38%
3.45%
6.59%
5.13%
4.34%
5.26%
3.90%
6.72%
6.32%
5.11%
5.97%
4.77%
6.75%
6.48%
5.69%
6.10%
5.17%
5.98%
6.35%
6.36%
6.77%
5.54%
5.82%
5.88%
6.49%
5.31%
5.24%
5.88%
6.45%
5.65%
5.57%
6.54%
4.94%
5.88%
5.75%
6.06%
6.87%
5.78%
6.26%
6.29%
5.48%
6.79%
5.01%
5.94%
5.35%
6.06%
7.17%
4.33%
5.85%
5.92%
5.26%
7.24%
4.59%
5.29%
6.02%
5.40%
6.64%
5.20%
3.85%
5.28%
4.42%
6.27%
4.30%
3.69%
4.37%
4.33%
5.07%
3.17%
1.85%
3.73%
3.36%
4.12%
2.55%
2.91%
3.23%
2.57%
2.60%
1.87%
1.56%
2.76%
2.34%
2.22%
1.36%
1.16%
2.25%
1.72%
2.20%
1.23%
0.81%
2.12%
1.50%
1.55%
0.61%
0.59%
1.08%
1.55%
1.37%
0.58%
0.09%
0.03%
0.18%
0.15%
0.13%
Friday
(3)
0.98%
1.57%
3.18%
3.92%
5.49%
5.68%
6.12%
6.52%
5.93%
5.49%
5.73%
6.52%
5.44%
5.98%
6.57%
5.00%
4.85%
4.07%
3.18%
2.06%
2.16%
1.47%
1.18%
0.73%
0.20%
Federal Reserve Bank of Dallas
Call Center Scheduling
Integer Programming Model
•
•
117 Total Variables:
•
51 Possible Schedules for Full Time Permanent Employees (PX)
•
51 Possible Schedules for Full Time Temporary Employees (TX)
•
15 Possible Schedules for Part Time Temporary Employees (PTTAX)
292 Constraints
•
# Agents >= # Agents Needed Per Interval
•
Min / Max of each employee type
•
325 Seat Capacity
•
Integer Variables
•
Positive Numbers
Federal Reserve Bank of Dallas
Call Center Scheduling – Model Inputs / Outputs Overview
Primary Inputs:
Calls per Agent per 30 Minute Interval
Employee Schedule Outputs for Wednesday (1) in March
3.75
Estimated Calls on a Given Day
15000
Month of the Year
Day of the Month (Week)
March
Wednesday (1)
Full Time Permanent Employees:
Cost per hour of Permanent Employee
Minimum number of Permanent Employees
Maximum number of Permanent Employees
$
37
37
1.00
$
0
325
2.00
Full Time Temporary Employees:
Cost per hour of Full Time Temporary Employee
Minimum Number of Full Time Temp Available
Maximum Number of Full Time Temp Available
Part Time Temporary Employees (5 HOURS)
Cost per hour of Part Time Temporary Employees
Minimum Number of Part Time Temp Available
Maximum Number of Part Time Temp Available
Other:
Minimum time before lunch (in mins)
Maximum Seats Available
$
0
325
120
325
Hour to
Start Full Time Full Time 5 Hour
Employees Perm
Temp
Temp
7:00 AM 11
53
0
7:30 AM
1
14
0
8:00 AM
0
74
0
8:30 AM
0
14
14
9:00 AM
0
4
14
9:30 AM
0
14
0
10:15 AM 25
42
0
10:30 AM
0
11:00 AM
0
11:30 AM
0
12:00 PM
0
12:30 PM
8
1:00 PM
0
1:30 PM
12
2:00 PM
0
37
215
48
6 Hour 7.5 Hour
Temp
Temp
0
0
1.63
Total Employees:
300
Possible Employee
Schedule. P1 P2 P3 P4 P5 P6 P7 P8 P9 P10 P11 P12 P13 P14 P15 P16 P17 P18 P19 P20 P21 P22 P23 P24 P25 P26 P27 P28 P29 P30 P31 P32 P33 P34 P35 P36 P37 P38 P39 P40 P41 P42 P43 P44 P45 P46 P47 P48 P49 P50 P51
Number of
Employees. 0
0
0
0
0
0
8
2
0
1
0
7:00 AM -
7:15 AM X
X
X
X
X
X
X
X
X
X
X
7:15 AM -
7:30 AM X
X
X
X
X
X
X
X
X
X
X
7:30 AM -
7:45 AM X
X
X
X
X
X
X
X
X
X
7:45 AM -
8:00 AM X
X
X
X
X
X
X
X
X
X
8:00 AM -
8:15 AM X
X
X
X
X
X
X
X
X
8:15 AM -
8:30 AM X
X
X
X
X
X
X
X
8:30 AM -
8:45 AM X
X
X
X
X
X
X
8:45 AM -
9:00 AM X
X
X
X
X
X
9:00 AM -
9:15 AM X
X
X
X
X
9:15 AM -
9:30 AM X
X
X
X
9:30 AM -
9:45 AM X
X
X
9:45 AM -
10:00 AM X
X
10:00 AM -
10:15 AM X
10:15 AM -
0
0
0
0
0
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
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X
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X
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X
X
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X
X
X
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X
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X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
10:30 AM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
10:30 AM -
10:45 AM
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
10:45 AM -
11:00 AM
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
11:00 AM -
11:15 AM
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
11:15 AM -
11:30 AM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
11:30 AM -
11:45 AM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
11:45 AM -
12:00 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
12:00 PM -
12:15 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
12:15 PM -
12:30 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
12:30 PM -
12:45 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
12:45 PM -
1:00 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
1:00 PM -
1:15 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
1:15 PM 1:30 PM -
1:30 PM X
1:45 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
1:45 PM -
2:00 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
2:00 PM -
2:15 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
2:15 PM -
2:30 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
2:30 PM -
2:45 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
2:45 PM -
3:00 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
3:00 PM -
3:15 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
3:15 PM -
3:30 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
3:30 PM -
3:45 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
3:45 PM -
4:00 PM
X
X
X
X
X
X
X
X
X
X
X
X
4:00 PM -
4:15 PM
X
X
X
X
X
X
X
X
X
X
X
4:15 PM -
0
0
0
0
0
0
0
0
0
0
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
4:30 PM
X
X
X
X
X
X
X
X
X
X
X
X
X
4:30 PM -
4:45 PM
X
X
X
X
X
X
X
X
X
X
X
X
4:45 PM -
5:00 PM
X
5:00 PM -
5:15 PM
X
5:15 PM -
X
25
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
5:30 PM
X
X
X
X
X
X
X
X
X
X
X
5:30 PM -
5:45 PM
X
X
X
X
X
X
X
X
X
X
X
5:45 PM -
6:00 PM
X
X
X
X
X
6:00 PM -
6:15 PM
X
X
X
X
X
6:15 PM -
6:30 PM
X
6:30 PM
6:45 PM
X
6:45 PM
7:00 PM
X
Possible Employee
Schedule. T1 T2 T3 T4 T5 T6 T7 T8 T9 T10 T11 T12 T13 T14 T15 T16 T17 T18 T19 T20 T21 T22 T23 T24 T25 T26 T27 T28 T29 T30 T31 T32 T33 T34 T35 T36 T37 T38 T39 T40 T41 T42 T43 T44 T45 T46 T47 T48 T49 T50 T51
Number of
Employees. 32 0
0
0
0
0
0 21 0
0
0
7:00 AM -
7:15 AM X
X
X
X
X
X
X
X
X
X
X
7:15 AM -
7:30 AM X
X
X
X
X
X
X
X
X
X
X
7:30 AM -
7:45 AM X
X
X
X
X
X
X
X
X
X
7:45 AM -
8:00 AM X
X
X
X
X
X
X
X
X
X
8:00 AM -
8:15 AM X
X
X
X
X
X
X
X
X
8:15 AM -
8:30 AM X
X
X
X
X
X
X
X
8:30 AM -
8:45 AM X
X
X
X
X
X
X
8:45 AM -
9:00 AM X
X
X
X
X
X
9:00 AM -
9:15 AM X
X
X
X
X
9:15 AM -
9:30 AM X
X
X
X
9:30 AM -
9:45 AM X
X
X
9:45 AM -
10:00 AM X
X
10:00 AM -
10:15 AM X
10:15 AM -
10
0
0
0
3
0
0
0
0
0
1
10
1
17
20
0
17
2
0
7
0
13
0
0
0
1
0
0
0
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
10:30 AM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
10:30 AM -
10:45 AM
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
10:45 AM -
11:00 AM
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
11:00 AM -
11:15 AM
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
11:15 AM -
11:30 AM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
11:30 AM -
11:45 AM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
11:45 AM -
12:00 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
12:00 PM -
12:15 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
12:15 PM -
12:30 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
12:30 PM -
12:45 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
12:45 PM -
1:00 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
1:00 PM -
1:15 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
1:15 PM 1:30 PM -
1:30 PM X
1:45 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
1:45 PM -
2:00 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
2:00 PM -
2:15 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
2:15 PM -
2:30 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
2:30 PM -
2:45 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
2:45 PM -
3:00 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
3:00 PM -
3:15 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
3:15 PM -
3:30 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
3:30 PM -
3:45 PM X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
3:45 PM -
4:00 PM
X
X
X
X
X
X
X
X
X
X
X
X
4:00 PM -
4:15 PM
X
X
X
X
X
X
X
X
X
X
X
4:15 PM -
0
4
0
0
0
0
14
0
0
0
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
4:30 PM
X
X
X
X
X
X
X
X
X
X
X
X
X
4:30 PM -
4:45 PM
X
X
X
X
X
X
X
X
X
X
X
X
4:45 PM -
5:00 PM
X
5:00 PM -
5:15 PM
X
5:15 PM -
X
42
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
5:30 PM
X
X
X
X
X
X
X
X
X
X
X
5:30 PM -
5:45 PM
X
X
X
X
X
X
X
X
X
X
X
5:45 PM -
6:00 PM
X
X
X
X
X
6:00 PM -
6:15 PM
X
X
X
X
X
6:15 PM -
6:30 PM
X
6:30 PM
6:45 PM
X
6:45 PM
7:00 PM
X
Possible
Employee
Schedule. PTTA1
Number of
Employees.
0
7:00 AM -
7:15 AM
X
7:15 AM -
7:30 AM
X
PTTA2
0
PTTA3
0
PTTA4
14
PTTA5
14
PTTA6
0
PTTA7
0
PTTA8
0
PTTA9
0
PTTA10 PTTA11 PTTA12 PTTA13 PTTA14 PTTA15
0
0
8
0
12
0
*****
Objective
=
$ 545.00
LHS
>=
RHS
*****
64
>=
59.42
1.49%
64
>=
59.42
1.49%
79
>=
77.60
1.94%
79
>=
77.60
1.94%
153
>=
152.39
3.81%
153
>=
152.39
3.81%
181
>=
180.36
4.51%
181
>=
180.36
4.51%
199
>=
185.25
4.63%
199
>=
185.25
4.63%
213
>=
197.83
4.95%
213
>=
197.83
4.95%
213
>=
204.12
5.10%
280
>=
204.12
5.10%
238
>=
216.71
5.42%
228
>=
216.71
5.42%
7:30 AM -
7:45 AM
X
X
7:45 AM -
8:00 AM
X
X
8:00 AM -
8:15 AM
X
X
X
8:15 AM -
8:30 AM
X
X
X
8:30 AM -
8:45 AM
X
X
X
X
8:45 AM -
9:00 AM
X
X
X
X
9:00 AM -
9:15 AM
X
X
X
X
X
9:15 AM -
9:30 AM
X
X
X
X
X
9:30 AM -
9:45 AM
X
X
X
X
X
X
9:45 AM -
10:00 AM
X
X
X
X
X
X
10:00 AM -
10:15 AM
X
X
X
X
X
X
X
10:15 AM -
10:30 AM
X
X
X
X
X
X
X
10:30 AM -
10:45 AM
X
X
X
X
X
X
X
X
10:45 AM -
11:00 AM
X
X
X
X
X
X
X
X
11:00 AM -
11:15 AM
X
X
X
X
X
X
X
X
X
227
>=
225.80
5.64%
11:15 AM -
11:30 AM
X
X
X
X
X
X
X
X
X
239
>=
225.80
5.64%
11:30 AM -
11:45 AM
X
X
X
X
X
X
X
X
X
X
226
>=
224.40
5.61%
11:45 AM -
12:00 PM
X
X
X
X
X
X
X
X
X
X
226
>=
224.40
5.61%
12:00 PM -
12:15 PM
X
X
X
X
X
X
X
X
X
X
227
>=
209.02
5.23%
12:15 PM -
12:30 PM
X
X
X
X
X
X
X
X
X
X
210
>=
209.02
5.23%
12:30 PM -
12:45 PM
X
X
X
X
X
X
X
X
X
X
219
>=
218.11
5.45%
12:45 PM -
1:00 PM
X
X
X
X
X
X
X
X
X
X
240
>=
218.11
5.45%
1:00 PM -
1:15 PM
X
X
X
X
X
X
X
X
X
X
212
>=
211.81
5.30%
1:15 PM 1:30 PM -
1:30 PM
1:45 PM
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
212
>=
211.81
5.30%
X
218
>=
217.41
5.44%
1:45 PM -
2:00 PM
X
X
X
X
X
X
X
X
X
X
286
>=
217.41
5.44%
2:00 PM -
2:15 PM
X
X
X
X
X
X
X
X
X
X
272
>=
229.99
5.75%
2:15 PM -
2:30 PM
X
X
X
X
X
X
X
X
X
X
272
>=
229.99
5.75%
2:30 PM -
2:45 PM
X
X
X
X
X
X
X
X
X
272
>=
197.83
4.95%
2:45 PM -
3:00 PM
X
X
X
X
X
X
X
X
X
272
>=
197.83
4.95%
3:00 PM -
3:15 PM
X
X
X
X
X
X
X
X
272
>=
201.33
5.03%
3:15 PM -
3:30 PM
X
X
X
X
X
X
X
X
272
>=
201.33
5.03%
3:30 PM -
3:45 PM
X
X
X
X
X
X
X
272
>=
183.15
4.58%
3:45 PM -
4:00 PM
X
X
X
X
X
X
X
208
>=
183.15
4.58%
4:00 PM -
4:15 PM
X
X
X
X
X
X
208
>=
149.60
3.74%
4:15 PM -
4:30 PM
X
X
X
X
X
X
193
>=
149.60
3.74%
4:30 PM -
4:45 PM
X
X
X
X
X
193
>=
118.14
2.95%
4:45 PM -
5:00 PM
X
X
X
X
X
119
>=
118.14
2.95%
5:00 PM -
5:15 PM
X
X
X
X
119
>=
104.16
2.60%
5:15 PM -
5:30 PM
X
X
X
X
105
>=
104.16
2.60%
5:30 PM -
5:45 PM
X
X
X
97
>=
88.78
2.22%
5:45 PM -
6:00 PM
X
X
X
93
>=
88.78
2.22%
6:00 PM -
6:15 PM
X
X
93
>=
78.29
1.96%
6:15 PM -
6:30 PM
X
X
79
>=
78.29
1.96%
6:30 PM
6:45 PM
X
67
>=
56.62
1.42%
6:45 PM
7:00 PM
X
67
>=
28.31
0.71%
Federal Reserve Bank of Dallas
Call Center Scheduling – Model Inputs / Outputs Overview
Primary Inputs:
Calls per Agent per 30 Minute Interval
Employee Schedule Outputs for Wednesday (1) in March
3.75
Estimated Calls on a Given Day
15000
Month of the Year
Day of the Month (Week)
March
Wednesday (1)
Full Time Permanent Employees:
Cost per hour of Permanent Employee
Minimum number of Permanent Employees
Maximum number of Permanent Employees
$
37
37
1.00
$
0
325
2.00
Full Time Temporary Employees:
Cost per hour of Full Time Temporary Employee
Minimum Number of Full Time Temp Available
Maximum Number of Full Time Temp Available
Part Time Temporary Employees (5 HOURS)
Cost per hour of Part Time Temporary Employees
Minimum Number of Part Time Temp Available
Maximum Number of Part Time Temp Available
Other:
Minimum time before lunch (in mins)
Maximum Seats Available
$
0
325
120
325
Hour to
Start Full Time Full Time 5 Hour
Employees Perm
Temp
Temp
7:00 AM 11
53
0
7:30 AM
1
14
0
8:00 AM
0
74
0
8:30 AM
0
14
14
9:00 AM
0
4
14
9:30 AM
0
14
0
10:15 AM 25
42
0
10:30 AM
0
11:00 AM
0
11:30 AM
0
12:00 PM
0
12:30 PM
8
1:00 PM
0
1:30 PM
12
2:00 PM
0
37
215
48
6 Hour 7.5 Hour
Temp
Temp
0
0
1.63
Total Employees:
300
Federal Reserve Bank of Dallas
Call Center Scheduling
The Solution
•
•
The solution changes each day based on:
•
Predicted number of calls
•
Call Curve, based on the month of the year, the day of the month
•
Calls per Agent per 30 Minutes
Other factors to consider
•
Breaks
•
RHS Constraint
•
90% Call Volume
Questions?
Federal Reserve Bank of Dallas
Call Center Scheduling
Possible Blank
•
BLank
•
Blank